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First Line Support

3 months ago

Fareham UK, Hampshire, United Kingdom Spectrum IT Recruitment Full time

A well-established business based in Hampshire is requiring a Support Technician to join their team and to provide 1st/2nd line service desk support for customers - assisting them with hardware and software problems via phone, email and in person.


This role will see you installing, diagnosing, repairing, maintaining and upgrading all software and hardware to ensure optimal performance. You will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide assistance where required.


The salary for this role is up to £28,000 + Bupa cover


Role responsibilities:


  • Ensuring customer's support issues are logged and recorded
  • Resolve support issues
  • Taking ownership of support calls until a satisfactory resolution is reached
  • Escalation of complex issues to 2nd and 3rd line support
  • Manage work queues and prioritise calls, re-assigning work where and when necessary to ensure compliance with SLA's
  • Install, upgrade, support and troubleshoot in house EPoS Application
  • Install, upgrade, support and troubleshoot in house back office application
  • Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimize downtime
  • Troubleshooting network connectivity in a LAN/WAN environment
  • Install, upgrade, support and troubleshoot EPoS hardware such as printers, cash drawers, and line displays
  • Troubleshoot communication between back office application and EPoS application


Skills and experience:


  • Sound understanding of EPoS operations as well as business related processes and procedures
  • Understanding of Server/Client setups
  • Understanding of TCP/IP Networking principles for troubleshooting purpose
  • Experience in using VNC and other remote access tools
  • Excellent technical knowledge of PCs and desktop hardware
  • Experience of Microsoft SQL Server
  • Experience of all Windows Operating Systems
  • Experience of Microsoft Services and Web Services
  • Knowledge of routers and switches, as well as firewalls
  • TCP/IP Experience


To find out more apply to this advert or contact Tom on LinkedIn – Tom, Spectrum IT Recruitment